Richard Graham

IT Help Desk analyst at Global Help Desk Services, Inc.
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Contact Information
us****@****om
(386) 825-5501
Location
US
Skills

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Bio

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Credentials

  • Network +
    CompTia
    Sep, 2009
    - Nov, 2024
  • A+
    Comp TIA
    Jul, 2011
    - Nov, 2024

Experience

  • Global Help Desk Services, Inc.
    • United States
    • Information Technology & Services
    • 1 - 100 Employee
    • IT Help Desk analyst
      • Oct 2011 - Present

      Provide IT Technical support for hardware, software, operating systems, networking, email, and pda's onsite at Espn's Bristol CT. location. Provide IT Technical support for hardware, software, operating systems, networking, email, and pda's onsite at Espn's Bristol CT. location.

  • Global Help Desk Services, Inc.
    • United States
    • Information Technology & Services
    • 1 - 100 Employee
    • Client Relationship Advocate
      • Apr 2006 - Nov 2009

      Utilized Crystal Reports, Active Call Distributor System Software, and Client Satisfaction Survey Software to track and analyze Help Desk call center statistics. Worked with high profile national client base to improve and streamline Help desk customer support processes. Met with Clients on a weekly, Monthly, and Quarterly basis to Identify issues, address Client business needs and suggest steps to correct identified issues. Developed Reporting processes for new clients while ensuring client satisfaction and Service Level Agreement implementation. Assisted in managing help desk operations working with multiple teams, ticketing systems, and client proprietary software. Met with team leaders to review client account processes, issues, and Service Level Agreement performance.

  • Sprint
    • United States
    • Telecommunications
    • 700 & Above Employee
    • Technical Support Representative
      • Aug 2001 - Sep 2002

      Provided help desk Technical Support for Nextel Phones, Services and Accessories. Duties included troubleshooting phone and network issues, data entry, sales, and dealing with clients on a one to one basis on the telephone Provided help desk Technical Support for Nextel Phones, Services and Accessories. Duties included troubleshooting phone and network issues, data entry, sales, and dealing with clients on a one to one basis on the telephone

  • Gateway 2000
    • Technical Support Representative
      • Jul 1998 - Aug 2001

      Provided help desk technical support for Gateway Desktop computers, Laptop Computers, and Peripherals. Duties included troubleshooting hardware and software issues such as driver installation and updates, network and internet connectivity, windows operating systems, antivirus, and third party software as well as extensive problem solving resolutions on a one-to-one basis with clients on the telephone. Received Gateway help desk Technical Support Excellence Award 6 times. Earned top 10% Quality Ratings for Gateway help desk Technicians. Received above target ratings for all help desk performance reviews. Performed as a member of the Number One help desk Tech Support Team for Gateway worldwide. Designed sales template that improved help desk team overall sales performance.

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